My Juuli card is lost or stolen — what do I do right now?

Losing a card is stressful, but you can protect your money in seconds. Your Juuli card is issued under our regulated platform, and you stay in control directly from the app — no phone call required.

Step 1 — Freeze the card immediately

The fastest way to stop any new spending is to freeze the card yourself, instantly:

Open the Juuli app and go to Cards.
Select the card that is lost or stolen.
Tap Freeze.

Once frozen, the card can no longer be used for payments. If you simply misplaced it and find it again, you can unfreeze it just as quickly from the same screen.

Step 2 — Tell us so we can protect you

After freezing, email our support team at support@juuli.com and let us know the card was lost or stolen. We can review recent activity with you and, where needed, permanently cancel the affected card so it can never be used again.

Please include your account email and roughly when you noticed the card was missing. The more detail you share, the faster we can help.

Step 3 — Order a replacement

You don't have to wait to keep spending. A new virtual card is issued instantly in the app, so you can carry on right away. If you need a physical replacement, you can order one too — physical card shipping is charged separately:

Shipping option	Cost (one-time)
Standard	€20
Express	€35

Your available virtual and physical cards depend on your plan.

Spotted a payment you don't recognise?

If you see a transaction you didn't make, freeze the card first, then contact support straight away so we can look into it and guide you through the dispute process.

Stay alert to scams

Juuli will never ask you for your password or your one-time login PIN. We send your security code only to your registered email so that you can sign in — anyone asking you to read it out is attempting fraud. Never share it.

Still have questions? Email our support team at support@juuli.com — we're here to help you secure your account and get back up and running.